While reimbursement is wonderful, it does nothing to change the fact GS actually caused more stress by letting them think they were covered only to leave the stranded and on their own to find a solution, which they did. There is no reason whatsoever GS couldn't have found the exact same tow truck the OP did.
Not to mention, how long did GS drag this out before saying "sorry, you're on your own"?
We are judged on our results, and this lack of results is completely unacceptable.
As mentioned above, you darn well know if Marcus had called in the same situation they would have found a truck - as obviously a truck could be, and was, found.
Completely unacceptable for this to have happened as it did.
